I&R Dispatcher

Ritter Communications has been at the forefront of the local communications industry for more than a century. We began providing telephone service in Northeast Arkansas in 1906. Today, Ritter Communications serves 92 communities and more than 45,000 customers across Arkansas, northeast Texas, southeast Missouri, and west Tennessee. The company has grown steadily over the years, expanding rapidly and is now the largest privately-held regional broadband fiber, telecom, video and cloud services provider in the Mid-South. Ritter invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer focused experience.
We are looking for an experienced I&R Dispatcher to join our team!

General Summary:
The I&R Dispatcher - I is responsible for a variety of duties pertaining to the dispatching of Installation & Repair Technicians and Contractors to job sites. This role monitors systems for incoming orders and trouble tickets, verifies required steps have been completed, then assigns orders and tickets accordingly. The Dispatcher coordinates with other departments as well as customers in order to accomplish an effective and timely work order.

Essential Job Functions:

• Monitors and maintains scheduling of incoming work orders and trouble tickets;
• Works with supervisor on incoming dispatch work orders that require additional approval;
• Works in conjunction with customer service representatives, service delivery coordinators, technical support, market sales and inventory control to ensure the accuracy of work orders and that resources are available to fulfill customer expectations;
• Prioritizes, organizes, schedules, and assigns work orders for installation and repair to meet daily requirements and urgencies;
• Monitors and verifies that proper technicians are assigned to work orders and trouble tickets based on skill set;
• Communicates with appropriate departments and customers regarding technician status;
• Enters work orders and trouble tickets into the system as needed while ensuring all information is captured correctly;
• Enters updates in the computer system to reflect the daily route progress;
• Supports all technicians in the field by managing daily routes, adding equipment, and assisting with simple provisioning;
• Performs all other related duties as assigned by the Manager of Activations & Dispatch.

Knowledge, Skills, and Abilities:

• Knowledge of general office practices and procedures;
• Knowledge of company policies and procedures;
• Knowledge of company products and services;
• Knowledge of written communication practices, procedures and formats;
• Knowledge of various operating systems, Word, Excel, Internet Explorer and Outlook;
• Skill in creative problem solving and working with others to achieve results;
• Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems;
• Ability to prioritize and multi-task;
• Ability to communicate with customers and co-workers in a professional and courteous manner;
• Ability to handle multiple tasks, work under pressure, and meet organizational deadlines – high level of customer service urgency and ability to deal with expedited issues;
• Ability to pay close attention to detail;
• Ability to follow written and oral instructions;
• Ability to prioritize tasks and practice effective time management.

Education and Experience:
High school diploma or equivalent required and one to two years previous experience in dispatching or coordination/scheduling of resources preferred.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Type: Full-time